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WAN interface fails to reconnect

Hi folks,

I have posted about the PPPoE interfaces failing many time in the past and I note there has not been any improvement.

This is not about a PPPoE interface but a WAN connected to an NBN (AU) 50/20 ethernet connection.

The NBN (infrastructure) advised my internet connection would be off line for about 30 minutes sometime a couple of nights ago.

The work started according to the CM email at approx 1.45am.

My wife complained at approx 7.30am that the internet was not working.

Yes, I can fix that quite quickly, wrong. The NBN NTD indicated that there appeared to a something trying to connect.

Logged into the XG GUI a very slow process, unusually slow. Tried to open the WAN interface in networking and was immediately disconnected from the XG.

Logged in again (very slow) tried to open the WAN interface and received a message that the action could not completed you are not connected to the internet. I tried this a number of times without success, so a restart was initiated.

Now I have over 30 mail messages advising that my external interface is down.

Exactly how did device performance and connectivity failures get past QA? It is an issue within the XG that needs to be addressed urgently regardless of what the RFC says.

Funny issue in the WAN connection which is DHCP the XG has received the same IP address (IP4)

Ian

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0 DomusRegis over 5 years ago

We have the same issue. I have 45 routers in my fleet. On ADSL units and some DHCP units we have the same issue. Our solution. Have an end user turn off and turn back on the Sophos Router. For us this started in 17.5 MR10 and 11,12,13 dont fix it. Now slowly going to 18.1 RM1 This is on Sophos 115 to 210 models. Very frustrating dropouts. Still do not see the parity with UTM 9.7 on some of these things.

Another way we have fixed is come though the backup adapter. Login to router. Go to Configure --> Network -->Interfaces-->"WAN Port" --> Connect

Not Failover Rule related. Have it pinging devices that respond to pings off the gateway. So dont suggest Fail over rules. They are fine.

Very frustrating
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0 rfcat_vk over 5 years ago in reply to DomusRegis

Hi Domus,

I am not going to suggest theWAN link test, while it might work for a failover environment it does not work for a single link failure.

I had the same issues when I had an ADSL service and there is currently a long thread with a reference to the Sophos investigation. Y complaint is about an ethernet interface facing to reconnect, something in the XG fails to restart the connection process which leaves part of the XG thinking it is connected and the external interface not passing traffic. Not god.

Ian
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0 guillaume bottollier over 5 years ago

hi,

please find official statement of sophos support here

https://community.sophos.com/products/xg-firewall/f/network-and-routing/104439/bug-xg-v16-17-pppoe-doesn-t-endlessly-tries-to-reconnect
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0 rfcat_vk over 5 years ago in reply to guillaume bottollier

Hi,

thank you for that, but I was very much aware of that thread and post. The answer appears to be specific to PPPoE and not include general ethernet connections. While the solution might fix both at the moment they are seperate.

Ian
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0 Dom Nik over 5 years ago

I noticed a similar behavior here with a cable modem in bridge mode. One of the solutions working best is to pull the physical cable for >10s (is not working everytime as well though)

I would be very interested in a fix as well.

Best Regards

Dom
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